Analyzing three perspectives on customer relationship management (CRM) developed by academics, numerous paradoxes are illustrated, as it can be an integrated corporate approach, a specific strategy to customer behavioral modification or differential customer treatment. The paper highlights that...

Purpose – To build and test a model of customer relationships, with particular reference to the financial services sector, relating the perceived quality of the relationship to one antecedent and two long term consequences. Design/methodology/approach – Data collected by street interviews...